Sky Broadband not working

[Annoyed67]

Hi Since my fibre broadband was installed over a month ago the internet keeps dropping out or not connecting. You go on the app and check and it says everything is fine but it's not. I'm sick and tired of paying for a service that's not working and can't get through to a actual person to talk to. To get this fixed or I will cancel my sky 

[Daniel0210]

@Annoyed67 

No point in threatening to leave here. You aren’t communicating with Sky by posting on here. This is a customer ➡️ customer discussion forum where we try to help other Sky customers.

This link provides information about the coloured lights on the various hubs
https://www.sky.com/help/articles/hub-lights-explained-start

If you haven’t done it yet you can use this link to check to see if there are any broadband issues or outages nearby.
https://www.sky.com/servicechecker
This should determine if there's an identified fault, perhaps affecting multiple households.
Note: It doesn’t necessarily disclose a problem immediately and it takes a little while to update so perhaps retry later.

If there aren't any then try running the line test here
https://www.sky.com/help/articles/broadband-diagnostic-start
You can also run the test via the MySky app on a mobile data connection.

Once completed, if it reports back that all is okay click on 'broadband' to run an updated test. If you get amber or red you need to follow the on-screen instructions.

If you’re still having problems you may need to contact Sky to report it. The easiest way is to dial 150 free from your Sky Talk landline if it’s still working.

Working from home?: Sky broadband being discussed here is a domestic service and whilst it's fine for those customers working from home to use it, they won’t receive additional or quicker support.